Think about the all the flights you’ve taken in your life. Which ones are most memorable — The ones where you took off on time and landed as scheduled, or the ones where you slept at the gate while waiting 10 hours before having to make an unscheduled pit stop in Ireland for refueling? And according to an executive at American Airlines, customers are happier when a bad situation ends well than they are when things go as planned.
American Airlines: Passengers Are Happier When We Apologize For Screw-Ups Than When Things Go As Planned
By August 25, 2010